Customer Operations Lead

About Elayne

$3 trillion in wealth is transferred each year to the next generation, yet the process is broken. Faxes, phone trees, spreadsheets, and grief are common. Families spend hundreds of hours, tens of thousands of dollars, and often years completing the process. Elayne is building the software layer that was missing, automating everything from the first form to the final account transfer. Backed by Y Combinator and Accel, thousands of families are already using Elayne to navigate one of the hardest stretches of their lives.

The Role

Elayne is hiring a Customer Operations Lead to own the post-loss family experience and harden the operating system behind it. This is a senior, hands-on, user-facing operations role for someone who can operate at the intersection of family experience, product operations, service design, legal and financial process mapping, and AI-enabled workflow automation. This is not a traditional customer success, account management, or support role. It is also not a back-office CS Ops role. You will work directly with families, understand where the experience is confusing or emotionally difficult, and translate those insights into workflows, service standards, product requirements, escalation paths, and automation opportunities that help Elayne scale.

Why this role matters

Estate settlement is complicated, but it is not unknowable. Beneath the emotional complexity are patterns, rules, and recurring moments where users struggle. This role turns those patterns into a guided, scalable system: systematizing the repeatable work, and keeping humans present for the moments that require judgment, empathy, and trust. Done well, every family we support makes Elayne smarter, more consistent, and more capable of delivering care at scale.

What you’ll build

• A service model families can rely on
• A decision architecture for complex workflows
• A product feedback loop rooted in user feedback
• A customer operations function built for leverage

Location and expectations

This is a full-time role based with the team in New York City. We're a small, high-trust team. We care about outcomes more than process. We move quickly, communicate directly, and hold a high bar for the experience we deliver. The best work here comes from being close to the details: a family conversation, a product gap, an operational edge case, or a partner need. This is not a passive 9-to-5, but we're not looking for performative intensity either. There will be moments when families, partners, or internal priorities need a response outside normal hours. The right person is energized by meaningful, high-ownership work and brings judgment and care to it.

What you’ll bring

• 5 to 10 years in customer operations, product operations, service design, complex case management, or another high-trust, user-facing environment
• Experience at a Seed or Series A company. You know how to build where systems are still forming, priorities shift, and speed beats perfection, and you don't need a perfect brief to make progress
• Strong systems-building ability, with a track record of turning ambiguity into clear workflows, documentation, processes, and repeatable service standards
• Strong judgment in high-trust situations, where clarity, empathy, privacy, money, family dynamics, or grief are in play. You can carry people through hard moments without going soft on structure
• Cross-functional execution. You turn frontline user insights into product, engineering, and growth priorities that actually ship

What would make you stand out

• You learn complex domains fast, especially legal, financial, or administrative processes that have to become clear to users, teammates, and product partners
• You use AI as leverage. We're AI-native, and you already lean on AI tools to move faster and do better work across messy operational problems

Compensation

The expected salary range for this role is $110 to $180k annually, plus equity. This range represents Elayne’s good-faith estimate for this position at the time of posting. Final compensation will depend on your experience, scope, and fit for the role.

Equal opportunity

Elayne is an equal opportunity employer. We evaluate qualified applicants based on ability, experience, and potential, and do not discriminate on the basis of any protected characteristic under applicable federal, state, or local law.